Connect requests

A Connect Request is a message from your team to a customer, asking for feedback about the customer's latest interaction with your team. The request includes your Medallia Agent Connect survey, which provides a standardized format for collecting feedback.

The most consistent way to ensure that customers receive requests after every relevant interaction is to automate that process with the help of your Agent Connect expert at Medallia. People on your team can also send Connect Requests manually.

When your team sends requests manually, they might be tempted to send requests only after positive customer interactions. While positive feedback is motivating, receiving feedback about more challenging customer interactions is equally valuable, as it can be used to improve training and your overall service experience.

While Team Leaders should coach Team Members to send requests after nearly all interactions, sending a request might not be appropriate after certain interactions. For example, a customer might have expressed a preference not to be contacted via email. The interaction with your team might have included inappropriate personal comments or strong language. Your company might want to send requests only at specific points of the buying process, such as when orders are finalized or issues are resolved.

To help increase response rates, Team Leaders should coach Team Members to tell consumers that they will be receiving a Connect Request.

Configuring Agent Connect for manual requests

An Admin must configure Agent Connect to enable manual requests.

  1. On the Settings screen, click Integrations.
  2. On the Integrations screen, ensure that the API error alert emails field contains a valid email address.
  3. In the Integrated Channels section, turn off the channels you want enabled for manual Connect Requests, and then click Update.
  4. Open the Settings screen, and then click Company Info.
  5. On the Company Info screen, turn the Allow company admin to request on behalf of Team members? field On, and then click Update Company.

Sending Connect Requests manually

Team Leaders see the Send a Request box near the top of the Stream.

The Send a Request box near the top of the Stream

  1. Select the channel used for the interaction, such as chat or email.
  2. Enter the Customer Name.
  3. Enter the Customer Email.
  4. Click Send Request.